The Desktop Supervisor will lead a distributed service desk team, managing SLAs, escalations, and ticket triage. Responsibilities include creating SLA dashboards (Service Desk Plus or similar), overseeing onboarding/offboarding, asset management, and ensuring timely resolution of critical tickets. The role requires strong troubleshooting and root cause analysis, proactive capacity management, and hands-on leadership. They will also generate reports, coach and motivate the team, and serve as a technical escalation point.
Hybrid 23 days onsite per week in Franklin, TN with flexibility as needed
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Experience as a hands-on desktop support supervisor/ manager
o Experience managing 5+ direct reports, including remote staff
o Experience supporting 1,000+ users in an enterprise environment
12 years of experience with:
o Microsoft Active Directory and EntraID
o Microsoft Office, Teams, OneDrive
o Microsoft 365 Admin Center
o PowerShell scripting
o MS Exchange Online
Proficiency in both Windows and Mac OS
Printer troubleshooting and print server experience
VOIP administration experience
BitLocker or other encryption tools
Networking protocols: TCP/IP, SFTP, HTTP, DNS, DHCP, SMTP
Excellent written and verbal communication
Strong troubleshooting and root cause analysis
Strong ITIL knowledge or certification
Ability to triage and route tickets based on priority and SLA
Self-starter with a can do attitude and willingness to mentor junior staff
Servant leadership style with capacity management focus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.